Rethinking the way the world offers customer support.
Experience design research piece
Beautiful, complaint and secure MVP
How might we rethink the way we offer customer support to our clients, and enable everyday experts to earn money from anywhere in the world?
This client is faced with the gigantic challenge of moving from the brick and mortar world into the digital world.
Customer support is their game, they are the second largest customer support company in the world (they offer customer support for other companies). We created a product which leverages the power of the gig economy and allows registered ‘experts’ from around the globe to offer customer support and earn money for each support ticket from the comfort of their home, the train, the park, or anywhere else you can imagine.
Below is a little insight into the process for this project and build.
I led this process and build as product owner and initial UX designer, however the team grew to around 15 people during sprints. The credit spreads wide.
The business problem
Through workshops and interviews, we uncovered the business problem that was being faced by the client.
We looked far and wide at other companies playing in the customer support and gig economy spaces.
We visited current customer support facilities to understand their workflow, challenges and touchpoints.
We interviewed current staff, and potential future users to understand their motivations, needs and pain-points.
The potential user base for this platform was wide, so we decided to complete 500 surveys of people in the target market.
Design and tech workshops
Sticky notes, sharpies, arguments, great ideas and crappy ideas – we got it all out on the table.
Ideation and sketching
The fun stuff. I sketched out the flows and initial concepts for the platform.
Wireframes and prototypes
I created the initial prototypes (shown in this case study) prior to bringing on another full time designer to assist.
We put the prototypes in front of our initial interviewees to understand the usability and desirability of the product.
We created a team of clever peeps to start building the MVP.
8 Sprints later, and many long hours, we were looking at an MVP.
Time to put the MVP in-front of real users and see if we can break it… hopefully not.
A few more screens…
I created the screens below for the initial prototypes and user testing for the platform. The designs changed once other designers were added to the team.